[SOLVED] Scan locks up on C:\users\public\desktop\desktop.ini

When doing a scan it locks up on file C:\users\public\desktop\desktop.ini. Have to reboot. Have tried doing the clean install. Will scan in safe mode but does less files. Also have run the Ran System File Checker tool. Am running Windows 7.

Re: Scan locks up on C:\users\public\desktop\desktop.ini

If it works in safe mode then it means that in normal mode something (the Operating system or other software is locking that file). You should boot selectively the system to check which component is the culprit.

If you have a valid license you can contact the ZA technical support at the link in my signature (mind to check opening time), but I don't think support can help with this as it seems a local issue.

Re: Scan locks up on C:\users\public\desktop\desktop.ini

I have unchecked all the boxes in the startup and still locks up on this file. I think this probably been going on for quite a while. The last couple of years the antivirus has never updated itself. Been having to do manually even with the older version. Is there a way to exclude this file from scan? It is a hidden file. Even with the show hidden files checked it still does not show up.

Re: Scan locks up on C:\users\public\desktop\desktop.ini

Desktop.ini is default in all windows installations. Corruption/locking of that file can be linked to broken system. If you cannot UNcheck the file in the advance settings of the ZA antivirus ("scan target" section) then you don't have many options at hand to resolve the issue.

I would try to reinstall windows 7 choosing the option of not formatting (so you will keep all your documents/programs) to see if perhaps this will fix the problem. Otherwise a fresh install of windows 7 may be due or you need to move to another security solution that does not have that problem.

Re: Scan locks up on C:\users\public\desktop\desktop.ini

Could not get it to get pass the file. Tried a couple of free antivirus programs and they went by file ok. Guess at the point if I want to continue using ZoneAlarm going to have to reload window or just do scans in safe mode.

Re: Scan locks up on C:\users\public\desktop\desktop.ini

At this point you should try the channel of the ZA official support (we are all users here) to see if their troubleshooting steps may help you (e.g. reinstall ZA with specific procedure, etc).

I assume that as you have posted here (and not in the free section) you have a valid license for ZA. Thefore support from ZA will be free of charge. The link to suppot is in my signature. Once at the main ZA support site look for the live chat link ("contact us").

Please let us know how you resolved it as it may help other users here with the same problem.

Re: Scan locks up on C:\users\public\desktop\desktop.ini

Finally had time to do chat which only ended up take about a minute. I had show hidden files selected but did not know about the show protected system files. She had be select that and then delete the file. Thought it was bad to delete this file but got the scan working again.